Bajaj Finserv
Website:
bajajfinserv.in
Job details:
Location Name: Pune Corporate Office - Mantri
Job Purpose
Technology has been established as a business vertical to build and commercialize enterprise-grade, AI-first (or AI-powered) solutions. These solutions are proven at scale within BFL, address real business problems that customers are willing to pay for, and are compliant with relevant regulations. By targeting global customers, the unit aims to achieve self-sufficiency within two years.
Your role is to ensure reliable, timely resolution of all customer issues requiring product expertise – across configurations, integrations, APIs, underlying technologies, and workflows. You serve as the customer’s trusted expert, available during their business hours, owning every issue end?to?end. When engineering engagement is needed, you proactively drive it – while remaining fully accountable for closure..
In a SaaS Environment, Product Support Goes Beyond Debugging—it Is Product Reliability Delivered Through Customer Obsession. Every Interaction Directly Influences
- Customer trust and long-term retention
- MTTR and incident response effectiveness
- A closed-loop feedback system into product and engineering for durable fixes
This role is not just about resolving issues—it is about deeply understanding customer impact, advocating for their experience, and systematically eliminating root causes to prevent recurrence.
Duties And Responsibilities
A- Minimum required Accountabilities for this role
- Technical Support & Issue Resolution
- Function as product support (L1/L2), owning resolution of customer tickets and issues involving product configurations, integrations, APIs, and workflows within SLA timelines
- Own end-to-end resolution of technical queries including debugging, investigation, and solutioning
- Support implementation-related queries requiring product expertise and/or configuration-level changes
- Ensure accurate ticket classification, tagging, and documentation for all technical issues
- Advanced Troubleshooting & Debugging
- Perform advanced troubleshooting using logs, system diagnostics, API responses, and database/query analysis
- Identify root causes of issues through structured debugging and investigation approaches
- Work on complex, ambiguous issues requiring deep product and system understanding
- Incident Management & Reliability
- Support management of Sev-1 / critical incidents including war-room coordination, debugging, and progress tracking
- Own incident lifecycle tasks including updates, tracking, communication, and closure documentation
- Ensure timely resolution and minimize customer/business impact during incidents
- Maintain high-quality and transparent communication during ongoing incidents
- Engineering Collaboration & Bug Resolution
- Identify, troubleshoot, and coordinate resolution of site reliability issues through 24x7 monitoring of product and infrastructure KPIs.
- Coordinate resolution of bugs identified in the product in collaboration with Engineering teams
- Ensure timely follow-ups and closure of dependencies impacting resolution
- Root Cause Analysis & Continuous Improvement
- Perform Root Cause Analysis (RCA) for recurring and critical issues with structured documentation
- Identify patterns and contribute to long-term fixes, product improvements, and stability enhancements
- Ensure all incident learnings and solutions are documented and reusable
- Metrics & Quality Adherence
- Track and meet support metrics including Resolution Time, MTTR, SLA adherence, and resolution quality
- Ensure adherence to defined SOPs, SLAs, escalation protocols, and technical quality standards
- Maintain high standards of resolution accuracy and completeness
- Operational Excellence & Shift Management
- Support shift-level operations including incident tracking, reporting, and status updates
- Ensure seamless shift handoffs with complete context, issue status, dependencies, and risks
- Maintain operational discipline across all technical support processes
B- Additional Accountabilities Pertaining To The Role
Functional Expectations
- Strong analytical skills to resolve complex issues with clear focus on customer impact
- Full ownership of issues end-to-end, with proactive customer communication
- Ability to stay effective under pressure, minimizing customer disruption|? Clear communication across technical and non-technical stakeholders
- Focus on root-cause resolution to prevent recurrence
- Strong collaboration across Engineering, Product, and Support to drive lasting fixes
Key Decisions / Dimensions
- Determine prioritization of issues based on severity, customer impact, and SLA commitments
- Decide when to escalate to Engineering vs resolve within support scope
- Identify whether an issue is a bug, configuration gap, or usage issue and route accordingly
- Define interim workarounds vs waiting for permanent fixes based on impact and timelines
- Recommend product or system-level fixes based on recurring issues and RCA findings
- Highlight risks, dependencies, and blockers impacting resolution timelines
- Decide communication strategy during incidents to ensure clarity without over/under communication
Major Challenges
- Operating within strict SLAs that are financial commitments, where misses directly impact the organization
- Resolving complex, multi-layered technical issues within constrained timelines
- Managing high-pressure Sev?1 incidents with speed, accuracy, and control
- Balancing rapid resolution with long-term product stability and reliability
- Driving effective coordination across multiple teams to achieve timely closure
- Ensuring high-quality RCAs that lead to elimination of repeat issues
Maintaining clear, consistent, and trust-building communication with customers during disruptionsOur SLAs are financial commitments, and consistently missing SLAs will result in financial loss to the organization.
- Managing and resolving complex, multi-layered technical issues within tight SLAs
- Handling high-pressure Sev-1 incidents with speed and accuracy
- Balancing short-term fixes with long-term product stability improvements
- Coordinating effectively across multiple teams for issue resolution
- Ensuring high-quality RCA and preventing repeat issues
? Maintaining consistency in customer communication during technical disruptions?
Required Qualifications And Experience
- Qualifications
- Bachelor’s degree in Engineering, Computer Science, IT, or related technical field
- Work Experience
- 2-5 years of experience in technical support / product support / L2 support roles, preferably in SaaS or platform-based environments
- Proven experience in handling technical customer issues involving LLMs, web, APIs, integrations, and system workflows
- Experience in ITIL practices.
- Ability to use AI tools, and write prompts for different LLMs.
- Experience in debugging using logs, API tools, and database queries
- Exposure to incident management and handling Sev-1 / critical production issues
- Experience in collaborating with Engineering teams for bug resolution and deployments
- Strong understanding of support metrics such as MTTR, Resolution Time, and SLA adherence
- Experience in writing RCA documents, runbooks, and technical documentation
Must-Have
- Strong debugging and analytical problem-solving skills
- Working knowledge of APIs, integrations, and system architectures
- Ability to read logs, analyze errors, and identify root causes
- Strong understanding of incident management and escalation frameworks
- Clear communication skills for explaining technical issues to non-technical users
- High ownership mindset with focus on end-to-end resolution
- Ability to work in high-pressure, time-sensitive environments and working in shifts
Nice-to-Have (Big Plus)
- Experience with cloud environments (AWS / Azure / GCP)
- Familiarity with databases (SQL / NoSQL) and basic query writing
- Experience in SaaS product environments with multi-tenant architectures
- Understanding of CI/CD pipelines and release management processes
- Prior experience in scaling support operations or handling high-growth environment
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